Vacancy Announcement – Marketing and Customer Relationship Manager (ACB Plc Rwanda)
Background
AMASEZERANO Community Banking (ACB) Plc is a Christian Micro Finance Institution that began operations in August 2006 and is licensed by the National Bank of Rwanda (BNR). Our vision is to be a leading Christian financial institution that contributes to holistic and sustainable development.
Our mission is to bring holistic transformation into the community through quality financial services. We are driven by the values of quality service, transparency, integrity, and accountability, and we are committed to taking financial services closer to the people.
ACB Plc is looking for a qualified, competent, committed, proactive and self-motivated individual to fill the following position:
Position: Marketing and Customer Relationship Manager
Department: Business and Operations
Reporting to: Head of Business and Operations
Number of positions: 1
Location: Kigali, Rwanda
Job Summary
The Marketing and Customer Relationship Manager is responsible for designing and implementing marketing and customer relationship strategies that drive business growth, strengthen the ACB Plc brand, and expand the customer base.
The role focuses on:
Building and maintaining long-term client relationships
Promoting microfinance and banking products and services
Enhancing customer satisfaction and experience
Ensuring sustainable portfolio growth in line with the institution’s goals of financial inclusion, profitability, and Christian values
The position also covers market research, business development, client retention, and coordination with internal teams to ensure high-quality service delivery.
I. Key Roles and Responsibilities
Lead deposit mobilization and loan product promotion to grow the institution’s savings and loan portfolio.
Design and coordinate client outreach programs, financial literacy campaigns, and community marketing activities.
Monitor and improve customer experience standards, ensuring timely feedback collection, complaint resolution, and service quality across all branches and channels.
Work closely with Credit, Operations, and Finance teams to align marketing and relationship activities with lending, risk management, and business policies.
Track and analyze portfolio performance, customer retention, and acquisition trends, and recommend corrective or improvement actions.
Identify and develop strategic partnerships with cooperatives, SMEs, NGOs, government programs, churches, and community groups to support business growth.
Ensure compliance with BNR regulations, consumer protection guidelines, and internal policies related to marketing, client communication, and customer engagement.
Support the development, launch, and continuous improvement of new bank products and services based on customer needs, competition, and market trends.
Prepare and submit monthly, quarterly, and annual reports on sales performance, market penetration, and relationship management activities.
Supervise, coach, and evaluate marketing officers and relationship officers to improve team performance, productivity, and professionalism.
Manage the institution’s corporate image and external communications, including events, public relations, and stakeholder engagement.
Promote digital financial services (mobile banking, agency banking, digital onboarding, and other e-channels) to increase outreach, convenience, and efficiency.
Ensure effective use of CRM systems and customer databases for decision-making, segmentation, cross-selling, and service improvement.
Conduct regular client visits and field supervision to strengthen client relationships and monitor service delivery at branch and agent levels.
Contribute to the development of the institution’s strategic plan and annual business and marketing targets.
Perform any other related tasks assigned by the supervisor.
II. Qualifications, Skills & Experience
Bachelor’s degree in Business Administration, Marketing, or a related field; a Master’s degree is an added advantage.
At least 4 years of relevant working experience in marketing, communications, customer/relationship management, or business development, preferably within microfinance, banking, or financial services.
Prior experience supervising teams or managing client-relationship staff is required.
Strong interpersonal and communication skills, including negotiation, customer service, and relationship-building.
Proven ability to identify business opportunities, cross-sell products, understand client needs, and drive growth.
Ability to conduct market research, analyze customer and market data, monitor performance metrics, and make data-driven decisions.
Strong planning, organizational, and time management skills.
Proficiency with office software such as MS Word, Excel, PowerPoint, and experience with CRM/data management systems; familiarity with digital marketing tools or banking software is an added advantage.
Customer-centric attitude, results-driven mindset, ability to work under pressure, adapt to change, and deliver timely results.
Fluency in Kinyarwanda and English is required; knowledge of French is an added advantage.
How to Apply
The vacancy is open from 4th to 19th December 2025.
Interested candidates should submit the following application documents to ACB Plc via email at amasezerano@acb.rw, no later than 19th December 2025 at 05:00 PM:
Application letter
Updated CV
Academic certificates
Copy of National ID
Current criminal record certificate
Original church recommendation letter signed by your church Pastor
Note: Only shortlisted candidates will be contacted for written and oral tests. If you do not hear from us within two weeks after the closing date, please consider your application unsuccessful.
Done at Kigali, 4th December 2025
Eraste NSENGIYUMVA
Managing Director
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